We are shining a spotlight on customer involvement to mark our InsightXchange's one year anniversary which coincides with TPAS England's National Involvement Week.
Established in October 2023, InsightXchange brings together volunteer tenants to review and scrutinise our services by analysing performance and complaints data, and making recommendations for how we can enhance services for all tenants.
Chaired by Board member Natialie Wilkinson, the group has collaborated and conducted four thorough reviews on anti-social behaviour (ASB), repairs and maintenance, and equality, diversity and inclusion policies in addition to our annual self-assessment against RSH Consumer Standards 2023-24, with valuable support from TPAS.
Their dedicated volunteering efforts have directly contributed to the successful implementation of twelve service improvement initiatives, key highlights of these include:
- ASB service standards which include improvements to how we will tailor contact to meet tenant needs, keeping tenants updated about their case and work with other agencies that can help
- Revised our repairs and maintenance policy to include a range of service standards, including flexibility to appointments offered outside of normal timescales, tailoring service delivery to meet the needs of vulnerable tenants, along with providing regular updates to customers where repairs are delayed
Natalie Wilkinson, Vice chair of the Board and chair of the InsightXchange, said: “I’m delighted to have been part of the InsightXchange for its first year. We’re passionate about tenant involvement ensuring that our tenants are part of shaping and developing the policies which underpin how we deliver our business to them. I am privileged to have worked with such an enthusiastic group of tenants this year and I am really looking forward to expanding the group and giving more of our tenants a bigger voice and influence across our agenda”.
James Cherrie, an InsightXchange member, said: “I have enjoyed being part of the insight team. It's always a very interesting and insightful experience for me. I have also been able to advise neighbours and friends of my experiences. The breaking down of boundaries between tenants and landlords is most encouraging".
If you have some time to spare and would like to be involved in developing our services, we would love to hear from you. There are many ways to influence and improve our services, from taking five minutes to complete a survey, telling us what you think of our policies, spending time having a discussion with other tenants or scrutinising our services as part of our InsightXchange. You can take part in person, over the phone, in a video call or by email or text if you wish. We can even help with transport if needed. We will always try to adapt to meet your needs.
Getting Involved